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Implementing chat and messaging

Updated on March 25, 2020

With chat and messaging, the omni-channel customer engagement experience of your application broadens by providing customer service over the chat and messaging channels, such as Web Chatbot and Unified Messaging. This feature introduces a unified approach to manage the conversation between customer service representative (CSR) and customers from your website by sending and receiving text-based messages, regardless of the channel.

Administrators can create and configure the components that are needed to enable the chat and messaging feature on their application, such as configuring the chat server connection, configuring the queues for chat and messaging requests, and defining the routing conditions.

Important: Legacy Webchat previously known as Web Chatbot is deprecated. You can contact your account team to start the migration to Web Messaging.

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